Google holds one address; your building has two faces. Here is which address to list, how the map pin actually fixes the entrance problem, and how to stop customers arriving at the wrong door.
Corner buildings create a specific and surprisingly costly problem. Your registered address says one street, your customers arrive from another, your signage faces a third direction, and half your reviews mention that people could not find you.
Google holds one address per listing. Your building has two faces. Reconciling those is not obvious from the interface, and getting it wrong produces the most avoidable negative reviews in local business.
This guide covers how to configure a profile for a building with two entrances or two street frontages, which address to use, and how to stop customers arriving at the wrong door.
Use the address that appears on your business licence, lease and postal mail as your listed address, because consistency with official records matters more than which entrance customers prefer.
There is usually a temptation to list whichever street sounds better or gets more footfall. Resist it.
Why the official address wins:
The customer-facing entrance problem is real but it is solved with the pin, the description and photos rather than by listing an address you cannot document.
🛠️ Action Step: Check what address appears on your business licence and your utility bill. If your listing differs, change the listing rather than the paperwork.
Set your map pin at the entrance customers should actually use, because the pin controls where navigation apps route people and it does not have to sit on the address point.
This is the setting most owners never touch and it is the one that solves the problem.
How to use it:
Test it properly. Ask for directions to your business from three directions and see where you are taken. Owners are frequently surprised.
⚠️ Common Mistake: Assuming the pin follows the address automatically and is therefore correct. Auto-placed pins often land on the building's centre or the nearest road segment, which for a corner site can mean the wrong street entirely.
State the entrance location plainly in your business description and show it in your photos, because customers read the profile before they arrive and a sentence prevents a wasted trip.
In the description: "Entrance on [street name], next to [visible landmark]. Parking behind the building."
In photos:
Photograph what a lost customer would need. Not the tidiest angle, the most recognisable one.
💡 Pro Tip: Add the entrance photo as one of your first images. People scanning the profile see it before they read anything, and a picture of the door does more than a paragraph.
If two distinct businesses occupy the same building with separate entrances, each needs its own listing with a distinct suite designation, not a shared address.
This is common with mixed-use corner buildings and it causes ongoing confusion when handled loosely.
Getting it right:
Where the businesses are related, such as a restaurant and its attached bar, the question is whether they are genuinely separate businesses with separate staff, hours and entrances. If yes, separate listings. If they are one operation, one listing.
Guidance on the shared-address dimension is in the shared office and coworking guide.
Respond to "could not find it" reviews by naming the entrance and the landmark, because those responses are read by the next person trying to find you.
These reviews are frustrating because the complaint is about geography rather than service. They are also useful.
A response that works:
"Sorry you had trouble finding us. Our entrance is on [street], next to [landmark], and there is parking behind the building. We have updated our map pin and added photos so it is clearer."
Then actually do those things. A response promising a fix, followed by no fix, produces the same review next month.
Treat repeat complaints as a signal. Three reviews mentioning access means the profile is not communicating clearly, and no amount of responding fixes that. Templates are in how to respond to negative reviews.
📊 Flento Data: Across local profiles, access and findability complaints are among the most common non-service negative reviews, and they fall sharply once the pin, description and photos all point the same way.
Test your directions from several starting points on both iPhone and Android, because that is the only way to know what customers actually experience.
The profile can look correct and still route people badly.
How to test:
🔥 Quick Win: Ask a member of staff who does not live nearby to navigate to work using only the profile. Whatever they get wrong is what your customers are getting wrong.
Flento keeps the profile fields that govern findability accurate and consistent across the directories customers also use.
Google Business Profile Optimizer flags incomplete descriptions, missing photos and profile inconsistencies that contribute to access confusion.
Business Listing Management Software keeps your address and suite designation identical across directories, which matters more for corner and multi-entrance sites.
Google Review Management Software surfaces recurring complaint themes, so repeated findability issues become visible rather than anecdotal.
✅ Done? Check whether your profile is sending people to the right door. Get started free
Q: Which address should a corner business use on Google? A: The one on your business licence, lease and postal records. Consistency with official documentation matters for verification and citations, and the customer-facing entrance issue is solved with the pin and photos instead.
Q: Can the map pin be moved away from the address point? A: Yes, and it should be for multi-entrance buildings. The pin controls navigation routing, so placing it at the door customers actually use is the main fix for this problem.
Q: Why do customers keep arriving at the wrong entrance? A: Usually because the auto-placed pin sits at the building centroid or the nearest road segment rather than at your door, and nothing in the description or photos corrects it.
Q: Can two businesses in one building both have listings? A: Yes, provided they are genuinely separate businesses with their own staff, hours and entrances. Each needs a distinct suite designation and its own pin, and neither should use the other's frontage.
Q: How do I test whether my directions work? A: Request directions from several starting points on both iPhone and Android and note which street you are delivered to. Asking a staff member who lives far away to navigate in is the most realistic test.
Q: What should I do about reviews complaining people could not find us? A: Respond by naming the entrance and a landmark, then actually fix the pin, description and photos. Repeated complaints indicate a profile problem rather than careless customers.
A customer who cannot find your door has already had a bad experience before meeting anyone who works for you, and they tend to say so publicly.
Move the pin to the actual entrance, add a photograph of that door with the street sign in it, and put one sentence in your description naming the street and a landmark.
Then have someone unfamiliar navigate in and see what happens. Try Flento free.
